We offer flexible appointments, with our online services allowing advanced booking and on the day appointments alongside a range of alternative appointments to suit your busy lifestyle. Find out more...

E-Consultations

Telephone Consultations

If you would prefer not to come into the surgery for an appointment you can book to have a telephone consultation with a doctor or nurse. Please book this online.

Message my GP

70% of all consultations can be conducted safely online. Using Message my GP can help save you time and get help faster. Please note that to use this service you will need to be registered with our online services.

We want you to be actively involved in improving the care we provide. For example becoming a Patient Champion for Diabetes Care and sharing your experience with other patients. Find out more about this practice…

Comments and Complaints

Making a Complaint

The doctors and staff at our practice are committed to providing high quality healthcare and services to patients.

If you have a complaint or concern about the service you have received from doctors or any of the staff working at our practice, please let us know.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our practice complaints procedure meets national criteria.

Share your Feedback with us

We are always interested to hear your feedback, and we recognise that this will not always be positive. You can complete a short Feedback Form to share a poor experience with us. We will respond to your feedback if you decide to leave your contact details, and we will also use your feedback to improve.

How to complain

We aim to resolve any complaints and concerns easily and quickly, and if possible at the time they arise with the person concerned.

If your complaint or concern cannot be resolved immediately and if you wish to make a complaint, please provide us with details of your complaint as soon as possible so we can establish the issues in a timely manner. If it is not possible to do so, please provide us with details of your complaint:

within 12 months of the incident that caused the problem OR

within 12 months of discovering that you have a problem

Complaints should be addressed to the Complaints Manager. Alternatively you may ask for an appointment with the Complaints Manager in order to have your concerns dealt with promptly.

You may submit your complaint in writing by post or at reception, or you can complete our complaints form.

We believe that any complaint you have about the practice can be dealt with by those responsible for ensuring patient care and delivery of service within the practice, but we recognise that you may feel uncomfortable with doing so or that you may be unhappy with the result of our complaints procedure. You have the right, therefore, to alternatively complain to NHS England on 0300 311 22 33.

What we will do

We will contact you about your complaint within three working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We will then be in a position to offer you an explanation or a meeting with the person or people involved. When we investigate your complaint we will aim to:

find out what happened and what went wrong

invite you to discuss the problem with those involved, if you have requested this

make sure you receive an apology where appropriate

identify what we can do to make sure that the problem does not happen again

Complaining on behalf of someone else

Medical records are protected by the data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

Getting help

If you require independent support with your complaint, you can contact the Independent Complaints Advocacy Service (Voiceability) on 0300 330 5454 or via email on nhscomplaints@voiceability.org

If you prefer, you can phone or write to the complaints department at NHS England. Their staff will aim try to sort out complaints and can make enquiries on your behalf. The contact details are: Tel: 0300 311 22 33 | Email: england.contactus@nhs.net

If you are not satisfied

If you are not satisfied with the way we have dealt with your complaint, you can contact the Parliamentary and Health Service Ombudsman to review your case on 0345 015 4033 or via their website: www.ombudsman.org.uk. The Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.

Remember:

We want you to let us know if you are unhappy or have a suggestion about how we can do things better

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